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Request for ProposalServiceNow ITBM and ITOM ImplementationJune 27, 2019SCHOOL EMPLOYEES RETIREMENT SYSTEM OF OHIO300 E. BROAD ST., SUITE 100 COLUMBUS, OHIO 43215-3746614-222-5853 Toll-Free 866-280-7377 www.ohsers.org

Request for Proposal for ServiceNow Professional ServicesSchool Employees Retirement System of OhioPage 2 of 11TABLE OF CONTENTSPageI.Introduction3II.Background3III.Scope of Services3IV.Proposal Submissions5V.Tentative Time Table7VI.Criteria7VII. Questionnaire7VIII. Terms and Conditions8Appendix A Questionnaire9

Request for Proposal for ServiceNow Professional ServicesSchool Employees Retirement System of OhioI.Page 3 of 11INTRODUCTIONThe School Employees Retirement System of Ohio (SERS) is requestingproposals from qualified vendors for configuration and implementation ofServiceNow ITBM and ITOM modules.Although this Request for Proposal is primarily for implementation of themodules, SERS will also consider purchasing the modules directly from theselected vendor, and interested vendors should include pricing in their proposalsif they are offering a purchase option. However, this RFP is for implementationservices and interested Vendors are not required to offer the modules forpurchase as part of their proposal.II.BACKGROUNDSERS is a statewide defined benefit retirement system for non-certificatedpersons employed by the public schools within the state’s cities, villages andcounties, as well as local districts, vocational and technical schools, communitycolleges, and The University of Akron. SERS provides service retirement,disability and survivor benefits, and access to health care coverage for benefitrecipients and their dependents. General administration and management of theplan is vested in the Retirement Board established under Chapter 3309 of theOhio Revised Code.SERS has had an installation of ServiceNow in place for the last five years. Thefunctionality of the current installation is limited to the ITSM module, specificallyIncident, Problem, and Change. SERS also has a custom Request module,which is a fork of the Incident module. SERS is looking to expand its use ofServiceNow by implementing specific portions of the ITBM and ITOM modules.III.SCOPE OF SERVICESSERS is seeking a qualified vendor(s) to configure and implement the followingmodules: ServiceNow Licenseso ITBM Module – 36 total licenses 30 Worker licenses 6 Planner licenseso ITOM Module - Standard package license, including Discovery andEvent ManagementNote: SERS has a total of 375 discoverable nodes.The consulting services shall include implementation as follows: Phase 1 - Installation and Configuration of the ITBM module

Request for Proposal for ServiceNow Professional ServicesSchool Employees Retirement System of OhioPage 4 of 11o Configuration of the Worker and Planner accountso Setup and configuration of the Project Portfolio module Ability for Planners to create, update, delete projects Ability for Planners to assign and update tasks Ability forPlanners to analyze, chart, and report on portfolio of projectso Setup and configuration of personalized dashboards and timelinevisualizations, delivering executive views into projects and projectportfolioso Setup and configuration of the Resource Management module Ability for Planners to create, update resource availability Ability for Workers to modify availabilityo Setup and configuration of Timecards and Time Sheets Ability for Planners to assign items to Worker timecards Ability for Workers to submit time to timecards Customization of SERS’ overhead items for Timecardreporting Customization of reporting, allowing SERS to report timebased on current Microsoft Project reportingo Complete documentation for all Phase 1 tasks Phase 2 – Installation and Configuration of the ITOM Moduleo Setup and configuration of the Discovery tool for discovering SERS’assets, including but not limited to, physical and virtual servers,network appliances, SAN Storage, applications, and VDIinfrastructureo Setup and configuration of the Discovery tool for discovering SERS’cloud-based assets in Azure including but not limited to ActiveDirectory and Exchangeo Setup and configuration of the MID server for discoveryo Setup and configuration of the CMDB in ServiceNowo Integrate with Thycotic Secret Server for least privileged accesso Create dependency views of SERS assets based on CMDB datao Create the proper Application Dependency Mappings to createupstream and downstream relationshipso Configuration and deployment of dashboards and reports forviewing and maintaining CMDB healtho Documentation, guidance, and best practices on maintaining the

Request for Proposal for ServiceNow Professional ServicesSchool Employees Retirement System of OhioPage 5 of 11CMDB informationo Integration of CMDB into SERS current ITSM applicationsVendors may bid on one or both phases. If part of their product offerings,vendors may also include their proposal pricing information for SERS topurchase the modules. SERS reserves the right to award each phase to adifferent vendor, if necessary, to ensure SERS receives the best services. SERSalso reserves the right to purchase the modules separately from any offer ofprofessional services.SERS will consider only proposals for the goods and/or services as describedabove. Responses submitted for other goods and/or services will not beconsidered.IV.PROPOSAL SUBMISSIONSA.Intent to RespondIf the vendor intends to respond to this RFP, a Notice of Intent to doso should be sent to SERS by July 5th, 2019. The Notice should besent by email or fax to the SERS contact listed in Paragraph C.below, and contain the vendor’s name, its intent to respond, thename of a contact person and the contact person’s telephonenumber, email and fax number. Submitting this Notice will notobligate a vendor to submit a Response nor be a prerequisite forsubmitting a Response, but will allow SERS to send out anynecessary information to interested vendors.B.Response DeadlineThe completed Response must be received by Friday, July 26,2019 by 7pm, Eastern Time. Responses received after theResponse deadline will not be considered.C.DeliveryContact person for all responses and communications:Eric OttSchool Employees Retirement System of Ohio300 East Broad Street, Suite 100Columbus, Ohio 43215SERSProcure@OHSERS.ORGAn unbound original of the Response is to be sent by mail to theaddress listed above, or if preferred, in PDF file format by email tothe contact email address listed above. Faxed transmissions arenot acceptable and will not be considered.

Request for Proposal for ServiceNow Professional ServicesSchool Employees Retirement System of OhioPage 6 of 11SERS staff will evaluate all timely and complete Responses. SERSreserves the right to request that any Response be clarified orsupplemented.D.Response DocumentsAll of the following documents must be submitted togetherand in the order listed.1. A Cover Letter submitting the vendor’s Response on thevendor’s letterhead signed by at least one individual who isauthorized to bind the vendor contractually.2. The Questionnaire in Appendix A. with the question and/orrequest duplicated in the Response before the answer or response.E.Submitted ResponsesAny Response submitted will become the property of SERS. SERSreserves the right to retain all Responses submitted, and use anyinformation contained in a Response except as otherwiseprohibited by law. All Responses and the contents thereof willbe deemed to be a public record which is open to publicinspection after a vendor has been selected and contract hasbeen executed, if any. A vendor may include one additional copyof its Response with any proprietary trade secret informationredacted and marked as such with a brief written basis as to why itbelieves the information is protected from disclosure. In the eventthat SERS receives a public records request to which, in SERS’sole discretion, any of a vendor’s materials are responsive, SERSmay release the vendor’s redacted materials, or in the event noredacted materials are submitted, the vendor’s unredactedmaterials without notice to the vendor. In the event any of thevendor’s redactions are challenged, the vendor shall have soleresponsibility to defend such redactions at its cost and expense.SERS will not institute any legal action to defend any of vendor’sredactions, but will notify the vendor of such challenges.F.Communications with SERSVendors which intend to submit a Response should not contact anymember of SERS Staff or members of the Retirement Board. Anexception to this rule applies to vendors who currently do businesswith SERS, but any contact made by such vendor(s) with personsshould be limited to that business, and should not relate to thisRFP.G.Questions Relating to this RFPAll questions concerning this RFP must be received in writing byfax or email by the Contact person by July 12, 2019, 4:00 p.m.,Eastern Time. Answers to only faxed or emailed questions

Request for Proposal for ServiceNow Professional ServicesSchool Employees Retirement System of OhioPage 7 of 11received by this deadline will be available to all vendors by aposting at www.ohsers.org. Questions submitted after 4 p.m. July12, 2019 or other than by fax or email will not be considered.V.TENTATIVE TIME TABLEThe following is the tentative time schedule for SERS’ search for vendors toprovide the requested services. All dates are subject to modification by SERSwithout prior notice.Issuance of RFP:June 27th, 2019Question Deadline:July 10, 2019Response to Written Questions:July 12, 2019RFP Response Deadline:July 26, 2019Vendor Selection and Notification:August 2, 2019Projected Commencement Date:Upon contract executionThe vendor(s) selected must enter into a contract.VI.CRITERIAThe following minimum criteria are preferred for the consulting services: Phase 1o Implementation experience with ITBM, specific to ProjectPortfolio and Resource Managemento At least 10 successful implementations with a minimum ofthree references providedo ServiceNow implementation partner customer satisfactionscore over 8.5 Phase 2o Implementation experience with ITOM, specificdeployment of Discovery and building a CMDBtoo At least 10 successful implementations with a minimum ofthree references providedo ServiceNow implementation partner customer satisfactionscore over 8.5VII.QUESTIONNAIREVendors must complete the Questionnaire appearing in Appendix A. Responsesto the questions should repeat the question and be answered in order.